EXIN EXIN Certifications ITIL-F Questions & Answers

• Question 151:

  Which of the following is the BEST description of a centralized service desk?

  A. The desk is co-located within or physically close to the user community it serves

  B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  C. The desk provides 24 hour global support

  D. There is a single desk in one location serving the whole organization

  Correct Answer: D

• Question 152:

  Which one of the following activities does application management perform?

  A. Defining where the vendor of an application should be located

  B. Ensuring that the required functionality is available to achieve the required business outcome

  C. Deciding who the vendor of storage devices will be

  D. Agreeing the service levels for the service supported by the application

  Correct Answer: B

• Question 153:

  Where should the following information be stored?

  1.

  The experience of staff

  2.

  Records of user behaviour

  3.

  Supplier's abilities and requirements

  4.

  User skill levels

  A. The change schedule

  B. The service portfolio

  C. A configuration management database (CMDB)

  D. The service knowledge management system (SKMS)

  Correct Answer: D

• Question 154:

  Which of the following service desk organizational structures are described in service operation?

  1.

  Local service desk

  2.

  Virtual service desk

  3.

  IT help desk

  4.

  Follow the sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: A

• Question 155:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 156:

  Which process is responsible for sourcing and delivering components of requested standard services?

  A. Request fulfilment

  B. Service portfolio management

  C. Service desk

  D. IT finance

  Correct Answer: A

• Question 157:

  Which of the following is the BEST description of a service-based service level agreement (SLA)?

  A. The SLA covers one service, for all the customers of that service

  B. The SLA covers an individual customer group for all services they use

  C. An SLA that covers all customers for all services

  D. An SLA for a service with no customers

  Correct Answer: A

• Question 158:

  What is the PRIMARY process for strategic communication with the service provider's customers?

  A. Service catalogue management

  B. Service portfolio management

  C. Service desk

  D. Business relationship management

  Correct Answer: D

• Question 159:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C

• Question 160:

  What are the categories of event described in the ITIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C